Low-code approach
Challenges
The IT Service Desk of our client, a leading residential real estate company in Germany, receives numerous inquiries from users regarding their hardware and software. The spectrum of inquiries ranges from very simple, frequently asked questions – like setting up Outlook mailboxes and mobile devices – to more complex issues.
A comprehensive knowledge database is already available for a large number of recurring queries, allowing both service agents and end users to access relevant information. However, most users rarely make use of this knowledge when a problem occurs, as searching the database is time-consuming. Instead of searching for solutions on their own, end users often prefer to create a ticket by email.
This burdens the IT service desk excessively and ties up valuable agent capacity. This has a negative impact on response times and consequently leads to lower end user satisfaction with the IT service desk.
Solution
In a joint ‘AI Ideation Workshop’ involving the client and DIGITALL, the use case for an AI-based IT service bot was identified.
A specialized Copilot Agent was created using Copilot Studio from the Microsoft Power Platform. This can be accessed as an integrated app within MS Teams, allowing users to engage with it using natural language. It responds to inquiries and resolves issues using knowledge articles stored in the connected SharePoint.
Additionally, with the integration of Power Automate Flows, the bot can automatically execute extra actions, such as sending emails to create tickets in the IT ServiceDesk's ticketing system.
The analysis section of Copilot Studio can be used to evaluate the performance of the Copilot using the integrated satisfaction survey in the chat history.
The MVP project served to introduce low-code technology within the company and to explore how it can be used to generate added value for the organization.
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